IT Business Analyst (Outsourcing Operations)

APPLY using Our Form
(Preferred for Singapore based candidates)


  • Develop reports to provide insight into IT services and their efficiency.
  • Analyse metrics to support the organization across incident, problem and change management processes to assist in analytical competencies and developing predictive analysis.
  • Provide timely, accurate and relevant reporting to Internal and/ or External customers based on the agreed service reports. This includes the maintenance of continual improvement on the documented information to meet the dynamic or ad-hoc reporting requirements.
  • Responsible for the provision of scheduled service reports will need to conduct data validation to ensure data timeliness and data accuracy prior to distribution to the customers.




  • Responsible to support Service Reporting Team to design, develop and build Service Reporting Catalog for Internal/ External customers
  • Responsible to participate in meeting discussion with Technical Team, Service Delivery Managers, IT Service Management Governance Team to exchange information, discuss issues, develop requirements for developing service reports and service reporting strategies
  • Responsible to lead all Internal/ External customer communications regarding technical data requirements, reporting specifications and issues arising during new project transition and on-going service delivery operation
  • Responsible to generate scheduled daily, weekly, monthly or ad-hoc service reports and ensure they are distributed to the customers within the agreed schedule to avoid any breach of Contractual agreement
  • Develop and Maintain the online reporting system and ensure its availability of reports to the customers
  • Work closely with data source owner to establish the schedule and process on data source provision to meet the delivery timeline
  • Responsible to find data to support analytical projects, and oversee or execute the work necessary to prepare data to support the development of information models to prove or disprove project suggestions
  • Responsible to create and manage insightful internal reporting to better inform internal stakeholders about risk profiles and to help in the business decision making process to drive growth and increase productivity
  • Develop informative reports with Data and Technology to provide dynamic and on-line reporting production and delivery of service reports to customers
  • Identification of P&P breaches and provide recommendations for improvement and disciplinary actions when warranted with the data source owner
  • Conduct rigorous data quality checks on systems data integration for all online reports across multiple customers.
  • Register, monitor and escalate to Service Owner and Manager on the ‘number of occurrences’ for preventive actions which the data owner did not meet the report timeline or perform non-compliance acts during data compliance validation
  • Analysis of trends and correlations in operational data in order to identify outliers and inconsistencies
  • Create dashboards to provide KPIs (Key Performance Indicators) to the organization’s leaders
  • Responsible to prepare predictive models based on operational data and communication of insights and recommendations to the management
  • Responsible to ensure any individual tasks stay and complete within the project timelines when involved on any projects
  • Responsible to develop and maintain all documented information such as Service Reporting Catalog, Service Reporting Policy and Procedures and Service Reports are kept visible and provide timely feedback to internal/ external customers or during an internal/ external quality assessment
  • Any other ad-hoc duties as required or assigned




  • Bachelor degree in Statistics, Economics or related field required.
  • At least 5 years or more experience with programming, data analysis or data reporting in any industry is desired.
  • Expert computer proficiency in Microsoft Office skills including Word, PowerPoint and Excel
  • Certified in ITIL V3 Foundation would be an advantage
  • Provided management reports, in condensing highly technical information into simple dashboards and senior management status reports without short turnaround time
  • Must be a quick learner, flexible, organized, intuitive and technically well versed in the area of information delivery.
  • Demonstrated the ability to work independently under minimal supervision
  • Demonstrated experience in analysing existing data and converting it into meaningful information for management
  • Demonstrated strong technical and analytical skills
  • Demonstrated strong understanding of reporting practices and methodologies.
  • Demonstrated creativity for data design in a variety formats to provide relevant insights.
  • Familiarity with Reporting module in Service Management Tool (Remedy and HPSM) which associates with respective process module from the input of data source to export for reporting purposes
  • Ability to understand the applicable server and desktop operating systems, system
  • Demonstrated hands-on experience in Service Management Tool is preferred
  • Familiarity in Crystal Reporting, SQL, Power BI, Sharepoint is desired
Country: Singapore
Employment Type: Full time
Salary: Open